Deskripsi Pekerjaan
Join Scalable OS as a Team Lead Helpdesk Engineer and take your career to the next level in a stable, permanent remote environment. We are looking for an experienced IT leader to manage our night shift operations, ensuring our clients receive top-tier technical support around the clock. This role offers the unique advantage of a fully remote setup, allowing you to work from the comfort of your home in Metro Manila.
In this pivotal role, you will be responsible for overseeing a dedicated team of Helpdesk Engineers, managing critical service tickets, and ensuring strict adherence to Service Level Agreements (SLAs). You will act as the primary point of escalation for complex technical issues and will play a key role in mentoring junior staff to enhance their technical skills. If you are a results-driven IT professional ready to lead a night shift team and drive operational excellence, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and motivate a team of Helpdesk Engineers to ensure high performance and quality of service.
- Manage the end-to-end ticketing process during night shifts, prioritizing critical incidents.
- Provide advanced technical troubleshooting and support for hardware, software, and network issues.
- Monitor team KPIs and SLAs, implementing improvements where necessary.
- Collaborate with other IT departments to resolve complex system outages and incidents.
- Conduct regular training sessions and knowledge-sharing meetings for the support team.
- Document standard operating procedures (SOPs) and technical guides.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 3-5 years of experience in IT Helpdesk or Technical Support.
- Previous experience in a Team Lead or Senior Engineering capacity.
- Strong understanding of Windows, Linux, Active Directory, and networking protocols.
- Excellent written and verbal communication skills in English.
- Ability to work independently and manage time effectively in a night shift schedule.
- Strong problem-solving skills and the ability to remain calm under pressure.